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Chapter 4 Nonverbal

Communication Skills

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Learning Objectives

Define nonverbal communication Recognize various nonverbal cues and their effect

on customers Explain the effect that gender has on

communication Describe the effect of culture on nonverbal

communication

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Learning Objectives

Identify unproductive behaviors Use a variety of nonverbal communication

strategies Demonstrate specific customer-focused

nonverbal behavior

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Nonverbal Communication

Communicating using nonverbal means Nonverbal messages: Includes:

Movements Gestures Body positions Vocal qualities Various unspoken signals

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Body Language

Nonverbal communication cues that send powerful messages

Includes Eye contact Facial expressions Posture Nodding of the head Gestures

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Figure 4.1 - Positive and Negative Nonverbal Communication Behaviors

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Vocal Cues

Qualities of the voice that send powerful nonverbal messages Pitch and volume Rate of speech Voice quality Articulation, enunciation, or pronunciation Pauses and silence Semantics

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Appearance, Grooming, and Hygiene

Appearance and grooming: Nonverbal characteristics that can send a variety of messages Ranging from being a professional to having a

negative attitude

Hygiene: Healthy maintenance of the body Clean and pressed clothing help to project a

positive and professional image

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Spatial Cues

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Figure 4.2 - Typical Spatial Distances in Western Cultures

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Environmental Cues

Any aspect of the workplace with which a customer comes into contact

Contributes to the perception of an environment

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Miscellaneous Cues

Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization

Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization

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Figure 4.3 - The Emotional Messages of Color: Emotion or Message

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Role of Gender in Nonverbal Communication

Gender communication: Communication between genders Due to:

Differing rate of brain development Behavioral preferences

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General Behavioral Differences That are Seen in Many Men and Women

Females Males

Body • Claim small areas of personal space

• Cross arms and legs frequently

• Sit or stand close to same sex

• Use subdued gestures• Touch more • Nod frequently to

indicate receptiveness• Glance casually at

watch• Hug and possibly kiss

both sexes upon greeting

• Use high inflection at end of statements

• Claim large areas of personal space

• Use relaxed arm and leg posture

• Sit or stand away from same sex but closer to females

• Use dramatic gestures• Touch males less,

females more• Nod occasionally to

indicate agreement• Glance dramatically at

watch• Hug and possibly kiss

females upon greeting• Use subdued vocal

inflection

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General Behavioral Differences That are Seen in Many Men and Women

Females Males

Vocal • Speak at faster rate• Express more emotion • Use more polite

“requesting” language • Focus on relationship

messages• Use vocal variety• Interrupt less; more

tolerant of interruptions• Maintain eye contact• Smile frequently

• Speak at slower rate• Express less emotion• Use more “command”

language• Focus on business

messages• Often use monotone• Interrupt more, but

tolerate interruptions less

• Glance away frequently• Smile infrequently

Environmental • Use patterns in clothing and decoration

• Use few patterns in clothing

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General Behavioral Differences That are Seen in Many Men and Women

Females Males

Facial • Use expressive facial movements

• Focus more on details• Are more emotional in

problem solving

• Show little variation in facial expression

• Focus less on details• Are analytical in

problem solving

Behavior • View verbal rejection as personal

• Apologize after disagreements

• Hold grudges longer• Commonly display

personal objects in the workplace

• Use bright colors in clothing and decorations

• Do not dwell on verbal rejection

• Apologize less after disagreements

• Do not hold grudges• Commonly display items

symbolizing achievement

• Use more subdued colors in clothing and decorations

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Impact of Culture on Nonverbal Communication

Impact of culture: Refers to the outcome of people from various countries or backgrounds coming into contact with one another

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Negative Nonverbal Behaviors

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Strategies to Improve Nonverbal Communication

Seek out nonverbal cues Confirm perceptions Seek clarifying feedback Analyze interpretations of nonverbal cues

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Benefits of Customer-Focused Behavior

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Customer-Focused Behavior